Support Plans
Compare Support Plans
Bronze
For trial and non-production environments
- 24/7 self-help resources
- Ticket tracking portal
- Communication: Email
- Support Hours: 8/5
- 1 primary contact
- Response Time: < 24h
- General guidance
Silver
For production workload environments
- 24/7 self-help resources
- Ticket tracking portal
- Communication: Email, Live Chat, Video Conf
- Support Hours: 8/5
- Up to 3 contacts
- Response Time: Critical impact < 4h
- Consultative support
Gold
For business-critical dependence
- 24/7 self-help resources
- Ticket tracking portal
- Designated CSM
- Communication: Email, Live Chat, Video Conf
- Support Hours: 24/5
- Unlimited contacts
- Response Time: Critical impact < 2h
- Proactive support and guidance
Support Plan Details
Self-Help Resources
Free 24/7 access to documentation, use cases, videos, and community forums
Flexible Plans
Tailored support options to match your organization's needs
Dedicated Support
Professional guidance and quick response times for critical issues
Detailed Feature Comparison
| Feature | Bronze | Silver | Gold |
|---|---|---|---|
| Plan Supported | Starter / Scale | Starter / Scale | Scale Only |
| Scope of Support | Non-prod use | Production workloads | Business-critical |
| Designated CSM | No | Yes | Yes |
| Designated Tech Specialist | No | No | Yes |
| Response Time | <24h | <4h (Critical) | <2h (Critical) |
| Support Hours | 8/5 | 8/5 | 24/5 |
| Access Members | 1 Contact | 3 Contacts | Unlimited |
| Change Requests | No | No | Yes |
| Architecture Support | No | General Guidance | Consultative Review |
| Training & Meetings | No | No | 4 hrs/month |
| Minimum Commitment | None | 1 Month | 6 Months |
[1] Specific terms of response and resolution time are used to define the price of the support. For additional customization, speak to our Sales team at [email protected]
[2] For North America, business hours range from 8:30 AM to 04:30 PM (Eastern Time), Monday through Friday, excluding holidays.
[3] IoTKinect support plans and benefits are solely utilized by IoTKinect customers, and are not transferable to their third-parties, customers, or end-users.
Ready to Subscribe to a Support Plan?
If you already have an IoTKinect account plan and wish to subscribe or learn more about the plans listed above, contact our team!
Contact Sales Team